Looking for a job

Miguel Angel Morales Cañaberal

@miguelangelmoralesca

Mexico

Message

What I'm looking for

I’m looking for a service delivery or IT operations leadership role where I can own SLA/KPI governance, improve operational responsiveness, and use Power BI and workforce management to drive measurable customer outcomes across regions.

I’m a Service Delivery Manager with 15+ years leading IT operations across 3 regions of the Americas and Spain for Hewlett Packard and Netser Group. I direct end-to-end service delivery, protect SLA/KPI performance, and drive continuous service improvement.

In my current role, I maintain 95% contractual SLA compliance through KPI governance and monitoring, while strengthening customer relationships and delivering CSAT above 95% through proactive service reviews and account governance. I also build executive Power BI dashboards that turn operational data into actionable decisions.

I bring leadership experience managing large multidisciplinary teams (300+), coordinating cross-functional delivery across Central America, South America, and the Caribbean. I’m bilingual in Spanish and English (C1) and committed to operational excellence, workforce effectiveness, and incident/escalation discipline.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Netser Group

Mar 2022 - May 2026 (4 years 2 months)

Directed end-to-end IT service delivery for strategic enterprise customers, ensuring 95% SLA compliance and continuous service improvement. Built Power BI dashboards to translate operational data into actionable insights and drove CSAT above 95% through proactive service reviews and account governance.

IT Service Management Service Delivery Management SLA Power BI CSAT

Bilingual Support Engineer

Alorica

Dec 2021 - Mar 2022 (3 months)

Provided bilingual EN/ES support in a transitional role while finalizing negotiations with Netser Group.

Deputy Director of Planning & Evaluation

UTH

Feb 2019 - Dec 2019 (10 months)

Managed institutional planning and budgeting, implementing KPI frameworks that reduced budget deviations by 15%.

Budgeting KPIs

Administrative and Systems Analyst

Capcee Puebla

Feb 2018 - Feb 2019 (1 year)

Automated accounting information processes through structured database migration, improving data integrity and reducing manual verification efforts. Centralized financial information repositories to increase reporting accuracy and accelerate administrative decision-making.

Database Migration Data Integrity Financial Reporting

Service Delivery Manager

Hewlett Packard Mexico

Oct 2011 - Sep 2017 (5 years 11 months)

Led IT service delivery for international companies in the pharmaceutical, insurance, and food and beverage industries while maintaining 95% contractual service level compliance through KPI governance. Optimized workforce utilization using Salesforce and Workforce Management platforms and achieved 96% customer satisfaction (CSAT).

Service Delivery Management KPI Management Salesforce Workforce Management CSAT

Computer Systems Analyst

Deutsche Telekom

Feb 2010 - Oct 2011 (1 year 8 months)

Ensured 98% high availability of mission-critical telecommunications infrastructure and managed enterprise backup operations for business continuity and data recovery. Proactively identified operational risks to minimize system downtime.

High Availability Backup And Recovery Business Continuity

IT Project Supervisor

Hewlett Packard Mexico

Jul 2000 - Dec 2009 (9 years 5 months)

Led 24x7 service operations across four international regions and managed a technical support contact center for three countries, achieving 98% schedule adherence and 95% service level compliance. Improved First Call Resolution to 97% through quality programs and standardized operating procedures, and led KPI governance and quality audits while supporting high-mission-critical server operations.

24x7 Operations KPIs First Call Resolution (FCR)Quality Audits Servers Technical Coaching Call Center Operations

Education

Degrees, certifications, and relevant coursework

Universidad Abierta y a Distancia de México (UnADM)

Software Engineering Degree, Software Engineering

2018 -

Activities and societies: LinkedIn Learning: Project Management Foundations (2019), Generative AI, Microsoft Dynamics 365 advanced techniques, Six Sigma Foundations Black Belt, Big Data Foundations, customer service/leadership modules (2017–2019). Hewlett Packard training: Customer Service, HP-UX fundamentals/administration/network administration.

Earned a Software Engineering degree from Universidad Abierta y a Distancia de México (UnADM) in 2018. Completed professional development coursework via LinkedIn and Hewlett Packard alongside the degree.